Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.
We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!
The Escalation Resolution Manager (ERM) plays a key role in proactively ensuring the de-escalation and ongoing satisfaction of Adobe's enterprise customers by leading the most critical customer engagements. Our main task is the implementation and ongoing execution of the Global Critical Situation Management Program along with tactical issues that may arise through the existing framework. This program is designed to restore confidence in Adobe when customers are at risk. We provide a safety net when the 'normal' escalation or issue management processes fail. Key to the program is the quality of your Program Management skills. Also important is that we effectively connect with all required Adobe personnel (including Executive Leadership) with current status and upcoming actions. Our ability to identify and drive corrective actions with Root Cause Analysis and operational review meetings is key.
The ERM must have strong team and Emotional Intelligence skills. We influence various teammates including, Sales and Systems Engineers, Business Partners, and CSO Operations, Professional Services, BU/Engineering, and Sales Support. Command authority to set action plans that meet customer needs. Operating without direct supervisory control is an excellent skill!
What you’ll do:
What you need to succeed:
Pursuant to the Colorado Fair Pay Act, below is a summary of compensation elements for this role at the company if based in Colorado.
Colorado Starting Salary: $73,500 - $95,500
At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).
In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.